Service Manager - FTC

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Job Title: Service Manager

Duration: 12 Months FTC

Location: London

Salary: £30/£35k

I am currently looking for Service Manager to work with other suppliers and stakeholders to ensure a joined-up response is provided to my client's customers.

To have IT technical knowledge covering telecommunications (VPN, MPLS and Cloud based environments), data transfer and IT networking principles.

Key Responsibilities:

This document is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities:

* Monitor the performance of the Supplier to ensure the Service is delivered in accordance with agreed contractual requirements to ensure the quality of service is maintained.

* Manage and support the day-to-day operation of the Service Desk. Manage the key processes of Event Management, Incident Management, Problem Management, Access Management, Service Request Management and Escalation Management, within the ITIL framework and the Risk and Control framework for the service, to ensure that the Service continues to meet customer requirements. The service will be audited yearly as a minimum.

* Identify and manage change and continual service improvement in accordance with defined processes, procedures and contractual obligations, to improve quality, efficiency and effectiveness of the service delivery.

* Monitor the resource needs of the service, including financial, people, technology, equipment, processes and procedures. Take appropriate action to ensure that resources are acquired or developed in order to support the Service. Provide coaching, mentoring and training to team members as well as induction for new recruits.

* Provide professional and technical advice and guidance in relation to the service delivered in order to support RDG in the delivery of its objectives.

* Develop and maintain effective relationships with key stakeholders, including customer contacts, internal departments and Third Party Suppliers.

* Design and produce periodic reports for internal and external publication detailing performance against SLA; delivery of KPIs and in-depth insight into the performance of the service.

* Ensure processes and procedures are defined, in accordance with the ITIL framework, to enable the Service Desk to provide timely and effective processing, monitoring, and resolution and, where required, escalation of Service tickets to ensure that the Service continues to meet customer requirements.

Technical Competencies

* intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio etc.)

* Good communication and inter-personal skills

* High level of analytical skills

* Good presentational skills for reporting on performance of business deliverables

* Experience of developing and managing efficient and effective processes and procedures

* Ability to identify and resolve problems quickly and effectively

* Understanding and experience of managing service contracts and suppliers

* Ability to manage contracted services in accordance with ITIL methodology

* A knowledge and understanding of change management and release procedures

* An understanding of the UK Railway and its constituent components